Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Since no channel is a clear winner, companies are, wisely, supporting multiple channels for delivering customer service. Discoverability and Messaging On-Ramps.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

Zendesk

DECEMBER 15, 2022

sync.blue (Support) syncs Zendesk contacts (users) with countless business apps like Microsoft 365, Outlook, Google, Apple, HubSpot, weclapp, and many more. Google Business Messages by OctoChat. It also enables admins to assign or reassign tickets to their Zendesk groups.

Construction 52

Construction Artificial Intelligence Outlook Government 52

Fonolo

NOVEMBER 1, 2018

Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Messaging, chat, and texting. Messaging . Importance of Chat.

Customer Service 69

Customer Service Contact Center B2C Social Media 69

SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business. This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Since no channel is a clear winner, companies are, wisely, supporting multiple channels for delivering customer service. Messaging On-Ramps.

Scorecard 67

Scorecard B2C Contact Center Omnichannel 67

Zendesk

JANUARY 27, 2023

In interacting with tools like ChatGPT or customer service chatbots, they use conversational user interfaces. Examples of conversational interfaces you might be familiar with are chatbots in customer service, which work to respond to queries and deflect easy questions from live agents.

Artificial Intelligence 52

Artificial Intelligence AI Customer Satisfaction Start-ups 52

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 89

Customer Service Social Media Omnichannel Technology 89

Customer Service Life

AUGUST 26, 2019

My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance and speech and text analytics, news from Zendesk and Freshworks, and some vendors to consider if emerging messaging channels are key to your customer engagement strategy in the coming months. Let’s dive in.

Technology 74

Technology Technology Text Analytics Contact Center 74

Aquire

SEPTEMBER 18, 2021

But, a CX strategy doesn’t come naturally — it takes deliberate effort to find what resonates with your target audience and offer them personalized and efficient service. To help you build an effective strategy that works for your business, we put together 14 methods you can use. Analyze your business objectives. WHITEPAPER.

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Fonolo

JANUARY 9, 2019

” “Chat is the future”! Chat, Messaging and Text. Does it really make sense to distinguish between chat (which is an “owned” channel and lives on your site) and messaging (which is done via a third party platform)? Apple Business Chat is moving slow as molasses. novelty bias)?

Contact Center 70

Contact Center Artificial Intelligence Outlook AI 70

1 to 1

JULY 6, 2020

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be voice, chat or SMS messaging, digital-first mobile customer interactions are growing fast. And that behavior is naturally shifting to business communications.

Mystery Shopping 26

Mystery Shopping E-commerce Retail CX 26

Fonolo

NOVEMBER 6, 2018

Everyone involved in customer service wants to understand consumer channel preference. Otherwise, how can you allocate resources between phone, email, chat, SMS messaging and social channels? Here’s another example: That one was our “highlight chart” when we covered Five9 ’s Customer Service Index Report.

Contact Center 67

Contact Center B2C AI Customer Service 67

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web. The Business Opportunity. By Donna Fluss. And IVA technology is the way to get there.

Artificial Intelligence 87

Artificial Intelligence Contact Center AI Engineering 87

Aquire

JULY 26, 2021

This post is going to spotlight 7 of the top ecommerce technology trends your business should keep an eye on in 2021 and beyond. With all this progress, new business opportunities are inevitably emerging. Live chat allows your support teams to communicate with customers through live messaging. Mobile messaging.

Technology 52

Technology Technology Artificial Intelligence E-commerce 52

Customer Service Life

OCTOBER 29, 2018

Then there’s chat that straddles the fence between phone and email, offering the ability for a live customer interaction but in writing. In a recent conversation with the folks over at Intercom , a provider of customer messaging software, I learned a new way of categorizing support channels – synchronous and asynchronous.

Social Media 60

Social Media Start-ups Artificial Intelligence Contact Center 60

Aquire

AUGUST 3, 2021

This list of customer service tips will ensure your company provides an excellent experience for 2021 and beyond. Without an authentic customer-centric culture, which allows the company to provide fast support and memorable conversations, a business leaves itself vulnerable to its competition. Take Apple for example.

Customer Service 76

Customer Service Social Media CRM Start-ups 76

Intercom

MAY 4, 2023

Some businesses seem to have mastered the art of exceptional customer service. As customer expectations continue to rise and businesses compete ever more for their attention and loyalty, delivering exceptional service is no longer just a nice-to-have – it’s an absolute necessity. What is their secret? Short on time?

Customer Service 52

Customer Service Start-ups Hospitality Hospitality 52

Zendesk

FEBRUARY 7, 2022

Whether it’s over email, messaging, social media or the phone, being where your customers are — and helping them solve their problems — should be a first-rate priority for any business. What’s the difference between customer support and customer service? Why is customer support important for business growth?

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.)

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

CommBox

OCTOBER 11, 2021

This holiday season, online businesses can significantly boost eCommerce sales by using automatic sales chatbots. Apple, Inc. Automated sales chatbots are “personal shopping assistants” for eCommerce businesses. How Automated Chatbots Increase eCommerce Sales for businesses? Online shopping in the U.S. JD.com, Inc.

Sales 52

Sales Omnichannel Social Media Retail 52

Lumoa

JUNE 14, 2023

According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind! Does it spell doom for your business? Would you ever return to a business that gave you terrible customer service? Well, not so fast. Think about it.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Steven Van Belleghem

NOVEMBER 10, 2020

Telco players offering mobile payment services. M-Pesa is not only a very lucrative business for Vodafone and Safaricom, it also offers them many insights into the African market. This ‘Goal Alert’ service is free for customers with a so-called plus account (80 percent of its customers).

Healthcare 98

Healthcare Customer Experience Education Manufacturing 98

Comm100

AUGUST 23, 2018

While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Other businesses still have not only survived, they have thrived amidst these changes. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

Intercom

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

SugarCRM

JANUARY 17, 2018

Editor’s note: the following is a guest blog post in collaboration with Tracy Blanchard, an experienced freelance writer and business blogger, who focuses on providing advice for small businesses, customer service teams, and sales departments. Why should businesses be marketing to mobile-first customers? Social Media.

Social Media 54

Social Media CRM Artificial Intelligence Sales 54

Intercom, Inc.

MARCH 12, 2020

And while more paths of communication mean more opportunities to make a positive impact, they also require you to tailor the right messaging to the right channel. We sat down with Shep to discuss everything from self-service to how to chart your customer’s journey through your organization. Shep: I started my business in the 1980s.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

SurveySensum

MAY 20, 2020

It is based on your ability to change faster than your competition, customers, and business. The impact of COVID-19 has been felt by every small and big business and the marketing leaders need to rise above these disruptions and adapt to the New Normal that is evolving. Mark Sanborn. Running low on paper towels?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Intercom

FEBRUARY 3, 2022

Sometime in the 1980s, businesses started outsourcing their call centers to specialized companies in lower-cost locations to reduce operational costs. And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. It’s great to have you on the show.

Real Estate 111

Real Estate CX Social Media Start-ups 111

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. It was to the BPW Lake-Geneva (Business & Professional Women) group in Rolle, Switzerland, which was a first for me. Uber did not kill the taxi business, limited taxi access and fare control did.

Technology 48

Technology Technology Manufacturing Transportation 48

Intercom, Inc.

JANUARY 14, 2021

In this episode of Inside Intercom, we caught up with Hubert for a chat about starting small, committing to a product strategy that helps you reach your long-term goals and making sure everyone’s on the same page. Support tickets, chat threads, and conversations have plenty of information waiting to be distilled.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom

MARCH 23, 2023

Companies aren’t just in the business of creating experiences; they’re in the business of shaping memories. Make sure you don’t miss any highlights by following Inside Intercom on Apple Podcasts , Spotify , YouTube , or grabbing the RSS feed in your player of choice. And that’s exactly what you want to do.

CX 59

CX Customer Experience Retail Start-ups 59

Waypoint Group

MAY 28, 2015

ABM utilizes best practices in personalizing outbound messages and website content that are crafted for a customer’s industry to be more relevant and close deals faster. So now with the Customer Success revolution where shared goals and personalized service is key to high renewal rates, ABM is taking new shape. Here’s the thing.

B2B 56

B2B Close the Loop NPS Customer Feedback 56

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. These examples will showcase how closing the loop isn’t just good practice but a game-changer in the quest for customer loyalty and business success. But what exactly is a Closed Feedback Loop?

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. By contrast, online service is quite new. See also: every household service ever.

Customer Expectations 40

Customer Expectations Customer Service Technology Technology 40

C3Centricity

JULY 30, 2018

Subscribe on Apple Podcasts to get new episodes as they become available.”. Personally, I believe that customers are your biggest asset, as they are the ones who pay your wages and make your business thrive. Any business that reduces pack content without informing its customers of it and the effective price increase.

Manufacturing 48

Manufacturing Social Media Retail Start-ups 48

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With 37% of businesses vowing to focus on customer experience automation (in an engagement context) next year, it comes in as 2018’s second biggest customer contact priority.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Zendesk

OCTOBER 1, 2021

It’s hard to find a brand with a more loyal following of diehard supporters than Apple. According to a 2021 SellCell survey , brand loyalty for Apple customers is at “an all-time high of nearly 92 percent.” Your business can reach Apple-loyal customers by embracing Apple Messages for Business for customer service.

Customer Service 98

Customer Service Start-ups Gaming AI 98